A usuárie iniciou um teste grátis da Shopify e perdeu a data de término, recebendo cobrança por uma loja que não usou. A orientação foi encerrar a loja para interromper novas cobranças via Settings > Plan > Cancel subscription / Pause or deactivate store, confirmando o fechamento com senha; há aviso de que, após fechar, perde-se acesso ao admin.
Como possível próximo passo, foi sugerido contatar o suporte para avaliar reembolso, embora não seja garantido e seja analisado caso a caso.
Depois, a usuárie informou que a cobrança de US$29 ainda não foi processada, apenas recebeu notificação, e acredita que não conseguirá desativar sem pagar. A resposta explicou que a loja pode ter entrado em estado “frozen” (quando o teste termina sem plano/pagamento configurado), fechando-se automaticamente; para reativar, seria necessário pagar o valor pendente. Ficou em aberto confirmar o status atual (ativa/fechada, manual/automático) e se houve cobrança efetiva.
Hi everyone,
Two weeks ago I decided to try Shopify out. My plan was to deactivate the store before the trial period if I wouldn’t be going ahead with it. However, I thought the day was today not knowing it was on the 29th. Now, I’m getting charged for a store I didn’t really use for any productive purpose. Please what can be done?
Thanks for your response.
Hey, @themannn !
Not to worry, this can happen from time to time if you are not 100% sure on which day you started your trial. If you would not like to move ahead with an online store at this time, you can close the store fully and the charges will stop. I can walk you through the process!
From your Shopify admin, go to Settings > Plan.
Click Cancel subscription or Pause or deactivate store.
If applicable, review the options to pause your subscription, or start a new store.
If you still want to deactivate, then click Cancel subscription and close store or Deactivate store.
Select a reason for the deactivation, and then click Continue.
Enter your password, and then click Close store or Deactivate now.
There is a guide here of actions you may want to take first before closing, as once you close the store you will no longer have access to the admin section.
Once the store is closed, you can contact our support team via this link to chat with one of our Support Advisors. They can speak with you in more detail to see if a refund is possible in this situation. We do not usually offer refunds, but we do take each request on a case by case basis. So it’s well worth reaching out about!
Do you see yourself coming back to Shopify in the future and starting a business at a later date?
Thank you so much @Ava , I really appreciate. The issue now is I’ve not been charged successfully, but I got a notification for it. I believe I would not be able to deactivate unless I pay the 29 USD. Thanks.
Thanks for the response!
It is possible that your store has gone into a frozen state, and to reactivate it you would need to pay the $29USD to activate the store again. A store will go into a frozen state if you have reached the end of your free trial but you have not selected a subscription plan or added your payment details to the admin settings. Our admin will then assume that you do not want to progress with opening the site so the store will go into a frozen state, essentially, closing it for you. If you decide you do want to move ahead and open the site, you can pay the outstanding fees (you will be charged the amount of the subscription plan you choose on the day the trial ends) to reopen the store.
At the moment, is your store closed or is it still active? And if it is closed, did you close it manually yourself, or did the store close itself after the trial? Also, can I ask if you have been charged yet? Just so I can get a clearer picture of how to help!